Customer Service Inspections Manager

JR United Kingdom; Glasgow; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading company in the construction sector is seeking a Customer Service Inspections Manager in Glasgow. The role involves ensuring quality inspections of homes, managing customer service operatives, and maintaining high customer satisfaction levels. Ideal candidates will have a strong background in construction and excellent communication skills.

Qualifications

• Experience in customer contact through all communication media.
• Knowledge of residential property and competitors is essential.

Responsibilities

• Carry out inspections for quality assurance of homes.
• Liaise with Customer Service team and manage operatives.

Skills

Customer Service

Analytical Focus

Communication

Education

Knowledge of Construction

Knowledge of NHBC Technical Requirements

Tools

Word

Excel

Job description

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Customer Service Inspections Manager, Glasgow

Location: Glasgow, United Kingdom

Job Category: Other

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EU work permit required: Yes

Job Views: 4

Posted: 16.05.2025

Expiry Date: 30.06.2025

Job Description:

Main Function

To carry out inspection works for the Customer Services team to ensure the quality of all Homes prior and post completion and to identify any necessary remedial works across relevant Miller Homes Limited sites.

Key Functional Areas

• To liaise with Customer Service team in effective time management and maximise the working day.
• To act professionally at all times with the company name and charter in mind.
• To meet and carry out a fair analysis of defects reported by our customers and ensure work is attended to within the time-scales agreed and in accordance with the service level agreements in place.
• Liaise with NHBC regarding technical requirements and attend resolutions and insurance claims as and when required.
• Provide feedback to the line manager regarding defects and solutions and ensure any defective work is brought to the attention of all relevant parties to prevent repeat.
• To focus on costs against budget and ensure that contra charges are in place with the relevant paperwork as and when necessary.

Key Capabilities Required

Skills, Capabilities and Attributes

• Ability to work individually and/or as part of a team.
• Ability to provide exceptional levels of customer service.
• Must have analytical focus within the functional areas.
• Must be able to forge strong professional relationships with internal disciplines.
• Must be an effective communicator.
• Ideally, but not necessarily, a tradesperson with all-round knowledge of construction.
• Ability to communicate effectively both in writing and electronically.
• Must have at least basic knowledge of computer systems.
• Must act in line with all SH&E requirements for the department while ensuring operatives remain knowledgeable, equipped, and focused on this key aspect.
• Manage the Customer Service operatives and carry out performance reviews for each operative annually.

Behavioral Attributes

• Trustworthy, honest, and able to provide excellent feedback.
• Able to deal with difficult customers, clients, and situations calmly and professionally.
• Sound commercial awareness.
• Controlled and professional appearance.
• Confident communicator both verbally and in writing.
• Dignified.

Knowledge, Experience, and Qualifications

• Experience in customer contact through all communication media.
• Experience of client and company confidentiality.
• Knowledge of residential property and competitors is essential.
• Experience with RSL liaison.
• Knowledge of construction, including P.M.A. awareness, is essential.
• General knowledge of NHBC Technical Requirements/Guidelines is essential.
• Computer literate (especially Word & Excel) with good administrative skills.